As Senior Customer Service Technician you are responsible for the customer service support (Hands & Eyes), repairs, physical installations (rack & stack) as well as for the escorts requested by customers. In addition to the above, you are also managing the organic growth of products like Cross Connects (CC) and Pre-Cablings (PC) according to the defined and committed SLAs. You will be handling all incoming customer service requests and ensuring SLA’s and agreed KPIs are achieved to ensure outstanding customer satisfaction. Documentation of all activities in the relevant internal tools and systems are kept up to date and you will be regularly making suggestions for improvement and effectiveness of the interventions and customer services delivered as well as the quality and energy efficiency (PUE) of the data center. You will be working around the clock on shift patterns to ensure 24/ 7 support in the data centre operations and representing the local facility team during out of business hours and acting as first level support.
What you'll need
• Vocational education in one of the relevant fields (datacenter, telecommunications, IT or electrical)
• Experience with electrical wiring, networks, optical fiber installations and dark fiber
• Happy to work independently, show initiative and proactivity
• Ability to prioritize in a complex, fast-paced environment
• Team Player with excellent and respectful communication (orally and written)
• Proactive mindset that focuses on 100% uptime and drives all decisions under this prerequisite
A bit about us
Digital Realty supports the world's leading enterprises and service providers by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, our global data center platform, gives customers a reliable foundation for scaling their digital business and efficiently managing data gravity challenges. The size and scale of our business puts us in a unique position to offer customers access to 290 facilities in 49 metros across 24 countries and six continents
A bit about our Operations team
Our Operations team keeps our customers’ infrastructure running safely and securely. We get plenty of opportunities to take on a variety of tasks and develop our technical skills. From overseeing electrical power to cooling and fire suppression systems, our team plays a vital role in making sure everything in our data centers operates as it should.
What we can offer you
Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.
This is an exciting time to join our business so apply now and make your mark on our future.